Technology

Chatbots

AI tools simulating conversation to assist customers.

Glossary Term
3 Related Terms

Chatbots are software applications used to conduct an on-line chat conversation via text or text-to-speech, in lieu of providing direct contact with a live human agent.

The Promise

  • 24/7 availability.
  • Instant answers to common questions.
  • Scalable support.

The Trap

The AI Replacement Trap: Using chatbots to block access to humans rather than assist it.

  • If a chatbot loops endlessly and prevents reaching a human, it destroys value.
  • If a chatbot pretends to be human and fails, it destroys trust.

The Value-First Approach

Use chatbots for Triage and Speed:

  • Answer simple questions instantly.
  • Route complex issues to the right human faster.
  • Be transparent that it is a bot.
  • Always offer an “escape hatch” to a real person.

Related Terms

AI Replacement Trap

Viewing AI as human replacement rather than capability amplifier.

Workflow Automation

Technology streamlining repetitive tasks and processes.

Accessibility

Removing barriers to natural connection.

More Technology Terms

Attribution Modeling

Complex systems crediting touchpoints, missing natural patterns.

Contact Object

Database record for relationships, separated from leads.

CRM (Customer Relationship Management)

Technology managing interactions, often with industrial-age models.

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